Mortgage Agent
Senior Agent
This job role requires the undertaking of a range of complex conversations and complaints with external customers, third parties and internal customers in order to maximise customer service and deliver an excellent customer experience – acting as a subject matter expert. The candidates will report to their Team Leader, however will be relied upon to work individually on their cases.
Candidates will be required to:
· Deal with customer complaints end to end across the product family.
· Hold extensive knowledge in order to provide accurate and current advice and appropriate support to customers and colleagues across a range of processes.
· Resolve complex customer issues by applying initiative and the appropriate empowerment to achieve the best possible outcome for the customer and the business in line with regulation, policy and best practice.
· Meet agreed targets to deliver a balanced performance across the scorecard, incorporating sales, customer service and compliance/risk at all times.
The candidates need to have knowledge of the financial sector and have excellent customer service ability. Advanced numeric skills and computer literacy are also a must.
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